Mrs V complained that Vale of Glamorgan Council incorrectly chased her mother for Council Tax arrears.
The Ombudsman found that the Council had not responded to the complaints raised under its Corporate Complaints procedure. She said that this caused frustration and uncertainty to Mrs V. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide an apology and explanation for the failure to issue a complaint response and provide assurances that steps have been taken to address the programming error identified. The Council also agreed to pay Mrs V redress of £50 and issue a complaint response within 2 weeks.